Senior L3 Support Engineer — Remote, Global SaaS

SupportYourApp; Philippines; Remote; PHP 3,769,000 - 5,653,000; Full time

Benefits offered by this job

Fixed schedule: Mon–Fri, 10:30 PM–7:00

Remote from EU

Compensation in USD

Referral bonuses

Supportive leadership and growth

Job summary

SupportYourApp is hiring a T3 Support Engineer to join a global Intelligent Support-as-a-Service team. You will handle escalations from T1, troubleshoot backend and database issues, and collaborate with Engineering to deliver reliable solutions.

The role emphasizes strong English communication, client-facing support experience, and proficiency with SQL, PHP, and JavaScript/TypeScript. The position offers fully remote work from EU with compensation in USD, and a Monday–Friday schedule.

Qualifications

• Excellent English communication skills (C1 or higher).
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Proven customer-facing experience in technical support roles.
• Strong SQL skills with production-scale relational databases.
• Familiarity with PHP and/or JavaScript/TypeScript.
• Experience with cloud providers (AWS) and monitoring tools (Sentry, Grafana).

Responsibilities

• Investigate and troubleshoot escalated issues across backend, databases, and integrations.
• Reproduce bugs across web admin consoles, mobile apps, and APIs.
• Analyze logs and metrics to identify root causes.
• Query production databases (read-only) to validate data issues.
• Implement small, low-risk fixes and configuration changes.
• Escalate complex issues with clear documentation to Engineering.
• Track incidents and outages through resolution using monitoring tools.
• Maintain runbooks and knowledge bases to reduce escalations.
• Understand client solutions deeply and meet KPIs.

Skills

Excellent English

SQL skills

PHP

JavaScript/TypeScript

AWS

Sentry

Grafana

Troubleshooting

Customer-facing

Code-reading

Tools

Sentry

Grafana

AWS

Job description

SupportYourApp is hiring a T3 Support Engineer to join a global Intelligent Support-as-a-Service team. You will handle escalations from T1, troubleshoot backend and database issues, and collaborate with Engineering to deliver reliable solutions.

The role emphasizes strong English communication, client-facing support experience, and proficiency with SQL, PHP, and JavaScript/TypeScript. The position offers fully remote work from EU with compensation in USD, and a Monday–Friday schedule.